Benchmarking customer experience in key touch-points across financial services.
Who we are
BDRC Australia is a Sydney based boutique agency with the global backing and support of the BDRC Group, the largest independent market research agency in the UK.
We are a close knit team of collaborative researchers with passion, energy and curiosity supported by graphic design experts.
Our clients face a range of challenges that can be addressed via market research. Opportunities lie in better understanding your customers, staff, new product development opportunities and more. Many companies may have lots of data but little insight. What sets us apart is the ability to cut through the data and give you meaningful solutions.
BDRC has created a range of sector focussed research products. Some are syndicated so the cost is shared across several clients, while others are highly detailed sector studies. Each has a proven record of delivering valuable insight and has been developed to meet the evolving needs of dynamic markets.
Follow in the customer’s footsteps with Mystery Guest inspections.
A comprehensive view of meetings market dynamics, booker behaviour, brand performance and customer perception.
The definitive source of global insight on hotel brand performance, market dynamics and customer behaviour.
8th Sep 2017
How has terrorism impacted tourism? Holiday Trends 2017 confirms that tragic world events like these have certainly influenced many when it comes to choosing holiday destinations. Safety is a strong consideration for 2 in 5 of us, and the 3rd most important factor when short-listing holiday destinations.Read more
31st Aug 2017
On the eve of the Hotel Insights Forum, we visited the Avvio offices to get more of an idea of what the hotel industry can expect from AI in the near future. The interview covers Avvio's new product, Allora, and the expected impact AI tech will have on the hotel industry.Read more
18th Aug 2017
With less than 5 weeks to go to the Hotel Insights Forum, we caught up with 'Rise of the Robots' panellist, Nick Crawford, a senior consultant at Twist Consultancy.Read more
23rd Jun 2017
Media GPS - 2017: a ground-breaking new study delivers profound insights into the consumption patterns, opinions and media habits of nearly 10 million of the world’s most frequent and affluent travellers.Read more
15th Jun 2017
BDRC captures the views of consumers about their experiences with UK financial providers as part of this we interviewed over 3,300 consumers with a disability or impairment at the end of 2016.Read more
11th May 2016
There are dozens of reasons why customers contact their bank, some of which need to be handled quickly, others need to be given more care and attention. For banks and other service providers, it’s sometimes a balance of efficiency versus sensitivity.Read more
7th Mar 2016
Social media is one of the most immediate and visible channels with which to interact with customers. But whilst many brands are busy thinking through their social media marketing strategy, often consumers are simply viewing social media as another problem resolution channel. But how well do brands perform in this area?Read more
17th Dec 2015
BDRC Australia is proud to have supported Amex in the recent release of its new Essentials Card. We had the opportunity to be interviewed by the journalist covering the story and featured in an editorial piece in a weekend edition of the Financial Review. With the card itself having so much to offer, it wasn't surprising that it researched so well.Read more
29th Jun 2015
How can we encourage Australians to save? This is a question we’ve heard many times from financial institutions struggling to increase their reserves. Three key insights help unpack the answer. Fundamentally financial institutions need to shift the dialogue away from product speak to language that consumers understand.Read more
29th Jun 2015
We explore the role of emotion in customer experience programs.Read more
29th Jun 2015
One of the challenges we face in research is fitting what people say to their subsequent behaviour.Read more
2nd Apr 2015
What’s the airbnb endgame? James Bland entertains five possible scenarios.Read more
27th Mar 2015
James Bland wrote last week about the threats posed to the meetings and events sector from data security. This week, we shed light on why traditional meetings venues should keep their eye on the growth of sharing economy as a new disruptive force in the market.Read more
18th Mar 2015
James Bland discusses the biggest threats to our ‘way of life’ in the meetings industry as we know it.Read more
12th Mar 2015
Our new report, Holiday Trends 2015, highlights further differences between Gen y and Baby Boomers. Gen Y is significantly more likely to want to visit new and different destinations, and is twice as likely to have been on a wellness holiday.Read more
23rd Feb 2015
The latest special report from the SME Finance Monitor shows that in many instances, SMEs led by women are very similar to those led by men, but once the demographic profile has been taken into account there are a number of key differences, particularly amongst the smaller businesses.Read more
17th Feb 2015
We found event-specific NPS assessments typically delivered substantially higher scores than the broader relationship-based NPS ratings, showing that for the majority of service interactions most customers have a positive view of the experience - which also prompted more specific and usable verbatims on the low scoring areas.Read more
15th Feb 2015
Adding the USA and North America to BDRC Group’s existing operations in the UK and Asia Pacific makes the company a truly global organisation. BDRC Group now has offices in London, Washington DC, Singapore, Beijing, Jakarta and Sydney.Read more
10th Feb 2015
In our research, the Generation Y leisure traveller has six key emerging differentiators when it comes to the attributes they demand from hotels. These are not exclusive to Generation Y, of course, but they do stand out as being materially more important.Read more
9th Feb 2015
Wellness Tourism is very much in vogue at the moment and there remains a misconception that Wellness Tourism is the preserve of the elite. A lucrative niche for sure, however our study revealed as many C2DE Britons taking annual wellness breaks as ABC1. And interestingly, the majority of Wellness Tourism taken by Britons is actually taking place within the UK.Read more
6th Feb 2015
There has been a stream of media stories over recent months about lenders rejecting new mortgage applications from existing borrowers in their 40s or 50s who want to remortgage or move home. As objective researchers, it is not our place to add heat to this ‘ding-dong', but our latest Mortgage Achilles study can shed some light.Read more
3rd Feb 2015
Nick Grigg discusses how technology is changing the air travel industry - enriching customer experience and managing services.Read more
26th Jan 2015
People think differently, and it’s useful to stretch that range of thinking beyond the client or professional ‘expert’ consultants. Sometimes respondents provide greater clarity and insight simply because they don’t know any better. Sometimes they are spectacularly wrong about something, but in a way that’s interesting. It is our job as researchers to recognise these moments and distil them in a way that’s useful for our clients.Read more
12th Dec 2014
We recently published the first wave of results from Twystery® (our new technique using mystery shopping to assess how brands respond to consumer tweets). We sent 900 tweets to 30 brands across six product sectors, asking a range of questions. We evaluated them on several measures, including the response rate, the speed of response and the quality of response.Read more
9th Jun 2014
Behavioural economics has moved centre stage since the financial meltdown of 2007/8. It is the study of human judgement and decision-taking and how that influences behaviour.Read more